The Junior Developer Support Engineer is a critical role at Algolia. We’re on the front-lines and are often the first team customers contact when they need help with our products or services. We're looking for a Developer Support Engineer in Eastern or Central time zones to assist our technical users with implementing Algolia in a variety of web and mobile development technical stacks.
This could mean helping a developer trying to build the next big thing in their garage, or Fortune 500 companies focused on providing a world-class experience to their millions of users.
As a Developer Support Engineer, you will partner with the customer success, product, and engineering teams to find the best solutions for our customers.. We have a hands-on culture, and expect you to roll up your sleeves and get to work solving difficult problems that stand in the way of our customers’ success.
YOUR ROLE WILL CONSIST OF:
- Handling technical requests via web and email support channels.
- Conducting professional and empathetic conversations with customers to gather information, troubleshoot, and resolve their technical obstacles.
- Submitting bug reports to the Engineering team for problems needing attention.
- Partnering with Product Teams and Engineering to develop subject matter expertise and serve as a product expert to the rest of the support team.
- Contributing to internal and external knowledge bases.
- Participating in internal projects to improve processes and tools.
REQUIREMENTS:
- Ability to work Eastern or Central Standard Time
- Strong desire to help people solve problems with the ability to explain complex technical concepts to a broad audience
- Experience with web development and/or REST APIs
- Experience in technical customer support, supporting SaaS enterprise software ideally
- Working knowledge of development languages such as JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby, or Python.
- Ability to handle and prioritize a portfolio of tickets at various stages of resolution
- Excellent spoken and written English skills
- Ability to work in an on-call rotation
NICE TO HAVE:
- Basic familiarity with iOS & Android platforms
- Experience supporting open-source projects & their GitHub communities
- Experience with Shopify, Magento
- Experience at our current stage and beyond ($50-200M ARR range, high growth, lots of change and building internal infrastructure)
WE'RE LOOKING FOR SOMEONE WHO CAN LIVE UP TO OUR VALUES:
- GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment
- TRUST - Willingness to trust our co-workers and to take ownership
- CANDOR - Ability to receive and give constructive feedback
- CARE - Genuine care about other team members, our clients and the decisions we make in the company
- HUMILITY- Aptitude for learning from others, putting ego aside
#LI-Remote
